Need Help?

Thanks for your support during these crazy times! Got questions about your purchases, rentals, or returns? We’ve got answers. Wanna know more about our store hours and safety measures? Those answers live here too.

Not seeing answers to your question? You can always, always email us at friends@sportsbasement.com or call us during our store hours at 1-800-869-6670. While we currently have a larger-than-normal message volume, rest assured we will answer your questions as soon as we can. Thank you for your patience and support.

SAFE ENTRY

Masks must be worn at all times by staff and customers 2 years and older. Masks are available to purchase for $2 if needed.

Gloves are available to all staff and shoppers.

We are metering and monitoring guests. Each store has a maximum capacity based on the square footage of the open departments.

Temperature will be checked upon entry. Everyone including staff, customers, and vendors will have their temperature checked. Anyone with temperatures above 100.5°F will be asked to return after their temperature has returned to normal.

SAFE SHOPPING

Use sanitation stations throughout the store as needed.

Keep 6 feet of distance between you, staff, and other guests while shopping and in line.

Don't bring a bag for your purchases. We'll be providing a bag for free at checkout.

We are accepting returns (for both retail and online purchases) which are quarantined for 48 hours prior to being restocked. We cannot make exchanges at this time.

One fitting room will be open at a time. Please hang any apparel on the indicated racks for 48 hour quarantining.

Our public restrooms are closed at this time.

Community areas are closed at this time.

Rental returns will be accepted and quarantined for 48 hours.

At our San Francisco stores, only our bike department and service shops, bike rentals departments and nutrition departments are open for shopping.

SAFE CHECKOUT

We are not accepting cash at this time. Only contactless forms of payment will be accepted including credit & debit cards, Apple Pay, Samsung Pay, Google Pay, and credit card “tap-to-pay”.

Plexiglass will be placed at registers.

Pin pads will be wiped down after every use.

Curbside Pickup Information

HOW IT WORKS

Order your items on our website (look at that, you're on our website right now!)

Select the curbside pickup location closest to you during checkout.

If you buy a bike, you'll receive an additional email with a quick questionnaire. A bike mechanic will contact you if needed for any follow-up.

You will receive an email letting you know that your order is ready for curbside pickup. It may come from a private email address, so be sure to check your spam!

Drive to the store you selected for curbside pickup. Park your car in the designated curbside pickup spot in front of the store and call the number provided in your email when you arrive!

A staffer will come out and place your order on the table nearby, or at the bike rack. We don't touch the tables or the rack, for your safety as well as our own.

We'll step back 6+ feet so you can grab your new gear.

FAQs

What safety precautions are you taking with curbside pickup?

All staff wear masks and gloves at all times during order fulfillment, including building bikes.

Staff are able to work fulfillment only if they have no sick or at-risk family members at home.

Staff are instructed to maintain 6 feet of distance from each other at all times, and follow CDC guidelines regarding disinfecting surfaces and hand-washing throughout the day.

We will not come within 6 feet of you at any point, and ask that you do the same.

What time can I come to pick up my curbside order?You can pick up your curbside order at any time during store hours: Monday through Friday: 11am-7pm. Weekends: 9am-5pm. Just call the number provided when you arrive.

Can I buy/return/exchange other items when I come to pick up my curbside order?We cannot add extra items or switch out items on your curbside pickup order. However, most of our stores are open (see above), so you can come into the store to make purchases on your own. We are also able to accept returns for all departments (including rentals) at this time. Be sure to follow our safety precautions carefully when you enter the store.

Web Order Safety & Information

FAQs

Where is my order?We are prioritizing our customer and staff safety by following CDC guidelines and practicing appropriate distancing while getting orders out the door. Unfortunately, that means that it takes us a bit longer to fulfill and ship orders. As soon as we do ship your order you will receive an email with a UPS tracking number, and the email will detail which items have shipped. In an effort to get items to you faster, we may send multiple packages per order.

What safety precautions are you taking with web orders?

We fulfill all web and curbside pickup orders with as few staff as possible, to minimize risk.

Staff maintain social distance (at least 6 feet apart) and each have their own workstations, computer, packing materials, and equipment to work off of in order to pack up your order safely.

All staff must wear a mask and gloves at all times while inside a Sports Basement property (stores, fulfillment areas, etc).

Staff are strictly adhering to CDC guidelines for hand washing and surface disinfecting,

Only staff that do not have any COVID19 health risks in their household (70+, immune-compromised) are approved to work.

Is there a way to call/chat you about my order?Email is our best bet right now, and you can email us at friends@sportsbasement.com. You can also call us at 800-869-6670.

Do you offer returns for online purchases?Yes! You can email us to request a return label at friends@sportsbasement.com. We will quarantine your order for 48 hours once it's received to ensure staff safety. You will receive an email once your return is processed. We can also process returns at your local store - please follow all safety precautions listed above if you decide to visit.

How do I use my gift card on the website?To use your gift card for an online order, please email your gift card number to friends@sportsbasement.com. We'll take care of ya.

How do I return my rental items?You can return your rental items at your local Sports Basement store location. Please follow all safety precautions if you choose to do so. You will not be penalized for missing your rental return due date, and you can choose to hold on to your rentals until you feel it is safe to return them or until all shelter-in-place rules are lifted.

What if I have lift tickets I want to return?We can offer you a refund if you have your receipt, and can offer you store credit if you don't have a receipt, but those transactions must be done in-store due to website limitations. If you do choose to visit your local Sports Basement for this return, please be sure to follow all safety precautions.

Staff Safety

EMPLOYMENT

We are bringing back only the minimum amount of staff needed to operate our stores and web fulfillment - all other staff are working from home or are furloughed.

All furloughed staff are receiving full pay with government assistance as well as all benefits (including insurance) that they had when they were working.

Staff with high-risk household members will remain furloughed or will continue to work from home.

SAFETY REQUIREMENTS

Nitrile gloves are provided to all staff working at a Sports Basement property.

All staff are required to wear masks 100% of the time while in any Sports Basement property (this includes break rooms and bathrooms).

Staff are strictly adhering to CDC guidelines for hand washing and surface disinfecting.

Registers and other equipment are assigned to one person to minimize contact.

Staff break rooms have only single-serve items. All eating must occur outside the store.

Only staff that do not have any COVID19 health risks in their household (70+, immune-compromised) are approved to work.

Community Love

HOW WE'RE HELPING

We've donated nutrition to local hospitals & clinics on the frontlines. Learn more here.

We're sheltering in place with you. Sign up for our newsletter to receive our Shelter in (the Greatest) Place content full of daily workouts, recipes, and inspiring stories from our staff!

Review Us

Was your shopping experience everything you hoped it would be? Did our staffers help you find just what you needed or tell a good joke? We want to know! Just click the store location you shopped and leave us a Google review: